Contact Centre stories - Page 39
Once known as ‘Call Centres’, the modern Contact Centre incorporates traditional telephony along with
web chat, text messaging, remote access services, and video conferencing to manage customer
interactions. Contact Centres are most associated with the provision of support, assistance or guidance
on products or services offered by companies serving large numbers of customers. Some are ‘outbound’
– that is, they reach out to customers for sales or other purposes, others are ‘inbound’ and receive
incoming contacts from people looking for help. Many combine both inbound and outbound functions.
Contact centres are often large facilities with tens or hundreds of workers – but they can also be virtual,
with people working ‘in’ the contact centre from home.
APAC contact centre application market to reach $966.5 million by 2026
Mon, 18th Jan 2021
#
crm
#
uc
#
martech
APAC contact centre application market set to reach $966.5m by 2026, driven by digitisation and cloud migration, says Frost & Sullivan.
COVID-19: ANZ businesses unprepared in business continuity planning
Thu, 14th Jan 2021
#
uc
#
dr
#
healthtech
Australian and New Zealand organizations were underprepared for the scale of the pandemic, according to a study by Genesys.
AWS announces global expansion of AWS CCI Solutions
Thu, 14th Jan 2021
#
crm
#
uc
#
hyperscale
Amazon Web Services (AWS) has launched AWS Contact Centre Intelligence (AWS CCI) solutions, powered by AI, to enhance customer experiences.
Avaya brings AWS AI, machine learning intelligence to OneCloud CCaaS
Thu, 14th Jan 2021
#
uc
#
hyperscale
#
public cloud
Avaya teams up with Amazon Web Services to expand its AI-powered customer experience capabilities for Avaya OneCloud CCaaS customers.
Zoom grows hybrid workforce customer base with 1 million phone seats
Thu, 14th Jan 2021
#
uc
#
contact centre
#
modernisation
It reached the milestone shortly before the company's two-year anniversary of the product's general availability.
Nureva conferencing system now Teams certified
Wed, 13th Jan 2021
#
uc
#
digital entertainment
#
hybrid & remote work
The system uses a combination of cameras and ’8192 virtual microphones’ which capture sound in all areas of a room.
Pega acquires speech analytics firm Qurious.io
Wed, 13th Jan 2021
#
crm
#
uc
#
martech
Pega is acquiring Qurious.io, a cloud-based speech analytics company, to enhance its software portfolio and improve customer service.
Microsoft: new Surface Pro 7+ for Business, 85” Hub to start shipping
Tue, 12th Jan 2021
#
uc
#
supply chain
#
personal computing devices
Microsoft unveils Surface Pro 7+ for Business and announces shipments of Surface Hub 2S 85 in selected markets.
AI go-to investment for financial services sector, spend increases to US$4.29bn
Wed, 30th Dec 2020
#
uc
#
fintech
#
martech
AI spending in Asia/Pacific's financial services sector is set to reach $4.29bn by 2024, with a CAGR of 22.1% from 2019-2024, according to IDC.
EncompaaS brings on new chief customer officer as part of growth strategy
Wed, 23rd Dec 2020
#
crm
#
uc
#
paas
EncompaaS, the cloud-based compliance platform, has appointed David Gould as chief customer officer, with an intention to boost the company’s global presence.
The top search terms from IT execs in 2020
Wed, 23rd Dec 2020
#
uc
#
devops
#
apm
COVID-19, cybersecurity and operating models were amongst the most searched terms by IT executives in 2020, according to the analyst firm.
Poly ANZ shares tips for transitioning back to the office
Thu, 17th Dec 2020
#
uc
#
hybrid & remote work
#
voip
UC specialist firm, Poly, has released a video series sharing tips for returning to the office in the 'new normal'.
AWS launches new disaster recover programme across ANZ
Wed, 16th Dec 2020
#
uc
#
dr
#
data analytics
AWS Project Resilience, is now available to our Australian and New Zealand communities, customers, and partners.
8x8 announces change of CEO
Tue, 15th Dec 2020
#
uc
#
contact centre
#
8x8
Dave Sipes appointed CEO of 8x8; company reaffirms Q3 and full-year fiscal 2021 guidance. Sipes was formerly COO of RingCentral.
SMX partners with Microsoft to deliver email security solution for Office 365
Tue, 15th Dec 2020
#
uc
#
partner programmes
#
email security
Email security provider SMX has launched its second co-sell solution since joining Microsoft’s key partner programme.
Managing quality with a work-from-anywhere workforce
Mon, 14th Dec 2020
#
crm
#
uc
#
devops
Work-from-anywhere contact centres need quality control mechanisms to ensure a consistent customer experience, according to NICE.
Uniphore and Tech Mahindra enter multi-year, multi-million dollar partnership
Mon, 14th Dec 2020
#
crm
#
uc
#
cx
Uniphore and Tech Mahindra have come together with the shared intention of driving innovation in customer experience and contact centre operations.
Veeam Backup for Office 365 adds Microsoft Teams protection
Thu, 10th Dec 2020
#
virtualisation
#
uc
#
dr
Veeam's latest version of Veeam Backup for Microsoft Office 365 adds purpose-built backup and recovery for Microsoft Teams.
8x8 makes raft of updates to platform
Wed, 9th Dec 2020
#
uc
#
data analytics
#
public cloud
8x8 is enhancing its communications platform with new cloud features, including improved security, collaboration, and user interface updates.
How UX monitoring can transform remote access technologies
Mon, 7th Dec 2020
#
virtualisation
#
uc
#
data analytics
Making UX central to the monitoring strategy is key to the success of digital workspace initiatives — a success which many businesses hinge on.